Sr Manager, VOC Insights and Analytics

About the role

Mapfre is seeking a strategic, data‑driven leader to turn customer feedback, operational data and behavioral insights into actions that boost experience, retention and business performance. As Senior Manager of Customer Insights & Voice of the Customer Analytics, you will be the intelligence hub for business leaders, translating what customers feel and why it matters into measurable opportunities.

Key responsibilities

• Lead Mapfre’s Customer Intelligence and Voice of Customer programs, converting feedback, behavioral and operational data into actionable insights.
• Identify trends, opportunities, risks and experience gaps that link customer experience to loyalty and performance.
• Evolve listening programs such as NPS, satisfaction and journey surveys into business‑ready intelligence.
• Perform advanced analyses – segmentation, retention, driver, root‑cause and journey analysis – on customer and operational data.
• Design and maintain dashboards, scorecards, reporting frameworks and analytical models that support performance monitoring.
• Manage and develop a Senior Data Analyst, fostering a high‑performing analytics team.

Required profile

• Proven experience leading complex analytics initiatives and customer intelligence programs.
• Demonstrated ability to manage and develop senior analytics talent.
• Strong storytelling skills to convey insights to executive audiences.
• Experience shaping Voice of Customer strategies in a data‑rich environment.

Required skills

What we offer

• Hybrid work arrangement (on‑site in Webster or Boston with remote flexibility).
• Opportunity to influence a global insurance leader’s customer experience strategy.
• Leadership role with visibility across the organization.